At SENSEI we care about about our customers and would like to help you in anyway we can. We have put together a list of information regarding online sales but if you still can’t find what you are looking for, feel free to send us a message using the form below. We aim to respond within 48 hours.
After you have completed you purchase and it has been processed, your order will be shipped within 1-2 working days. Please note this timescale may vary due to external factors, i.e., Bank Holidays. If your order is placed after 3pm, or on the weekend, please allow an extra business day for processing.
*Please note there may also be minor delays in both processing and shipping times due to COVID.
Once your order has been fulfilled, an email will be sent to you with a tracking number to let you know that your order is on its way. Some deliveries will require a signature on delivery.
We currently ship to Europe*, the UK, North America (United States, Hawaii, Canada.), Turkey, Israel, Australia & New Zealand.
*Unfortunately, we are currently unable to ship to Ukraine.
Standard Shipping and Free Shipping, 3 - 5 business days.
Standard Shipping up to 10 business days.
All payments are 100% secure and can be made by through the following methods:
CREDIT / DEBIT CARD:
We accept VISA, MasterCard and American Express.
Fast and Secure payment method. For more information visit www.paypal.com.
We are an EU based company so please check with your provider for any additional fees that you may incur.
IMPORT & TAXES
All prices listed on our website are inclusive of VAT. A breakdown of these will be calculated at checkout.
International deliveries may be subject to taxes and duties. This is not something that we are able to calculate for you. We recommend using a customs calculator or contacting your local customs office for an estimate of these fees.
You will usually receive a notification from your local customs office once the parcel has arrived at the destination country. You will be contacted by them directly to arrange payment of any additional fees or charges associated with the order.
We are unable to offer a refund of tax/duties and VAT on any order or returned order.
* SENSEI THE LABEL cannot be held responsible for any additional charges on your order, nor can we refund/reimburse any tax or duties charged. We will not be able to accept the return of an order in this case.
CHANGES TO YOUR ORDER:
Once an order has been placed, unfortunately, we will not be able to cancel or modify it. Please be sure to shop carefully and to double check the shipping information before placing your order. However, if you do have any urgent changes, please contact our customer care team on firstname.lastname@example.org Whilst we cannot guarantee that we will be able to process requested changes, we will do our best to help.
WRONG SHIPPING INFORMATION:
If your order has already been dispatched, we will be unable to modify the delivery address and/or make any subsequent changes. In the event of this, we would advise you to contact the shipping provider with the tracking number given to you as they may be able to redirect the order.
Orders returned to us due to an incorrect address may be reshipped at an additional cost.
YOUR PARCEL HASN'T ARRIVED:
In the rare case that your order has not arrived, please contact our customer care team at hello@senseithelabel, as well as the delivery provider. Once your order has been shipped you will receive a confirmation email - here you will find all the relevant information. If your order status is “delivered”, you will need to request proof of delivery along with photographic evidence. Whilst we are not liable for any loss, theft or damages to the parcel once it has been delivered, please send us an email so we can investigate the matter further with the courier provider.
Once your order has obtained a “delivered” status, we cannot be held responsible for any loss, theft or damages to the parcel.
We would like our customers to be 100% satisfied with every order. In the case that you change your mind and decide that you would like to return your order, we will be happy to provide you with an exchange, store credit or gift card* for items returned to us within 14 days from the date of purchase. We cannot accept any item once the tag has been removed. The exchange, store credit or gift card will be processed within 14 days from the date of delivery of the returned package.
We do not provide return labels, nor cover any cost incurred when sending back your return. We recommend that you ship with a trackable postal service. All returns will remain in the hands of the customer until it reaches us at the return address provided to you.
Gift cards may not be returned.
After you have purchased from SENSEI THE LABEL your confirmation email will contain detailed instructions on how to care for your new item/s. Please be sure to read this, as our lovely garments need to be delicately cared for! Visit our ‘Fabrics’ page to find out more information.
*Gift cards and store credits are valid for 12 months from the date of issue.
Value added to gift cards / store credits will be of the amount paid at purchase, thus not including the shipping fee. Original shipping costs will be deducted from the total amount added to gift cards and store credit
REDEEMING YOUR GIFT CARD:
Gift cards will be automatically sent to your email after purchase. Each card contains a unique code which can be used at check out. If the amount in your basket is less than the amount issued to your gift card, the remaining balance will be updated and remain present via the same card / unique code.
Gift cards are valid for 12 months from date of purchase.
Items purchased with a gift card follow the same returns policy as above. You can find out more about this under returns section.
LOST GIFT CARD:
We all lose things! If you can no longer locate your unique gift card number, please email us on hello@senseithelabel with your full name, the date of transaction, the initial amount purchased and the expiry date. We will aim to get back to you within 48hours.